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Iron Bow Technologies Associate Service Desk Technician - Tier I in Seattle, Washington

Iron Bow Technologies is currently looking for an Associate Service Desk Technician - Tier I. The successful candidate will be responsible for providing first-tier support to our nation's veterans, consisting of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. Our most important qualification isn't technical, it's the ability to consistently deliver world-class support and invigorating customer experiences in a mission driven organization.As a Tier 1, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own. Shift is Monday - Friday 8am - 4:30pm ESTResponsibilities:Answer incoming customer calls into the Tier 1 Help DeskCreate, update, and close customer tickets in ServiceNow ticketing portal for every call answered and according to defined ticket compliance requirementsAsk probing questions, listen, and record data capture details and actions performed in all customer ticketsEnsure problem ownership, escalate issues through proper channelsProvide reassurance to end users when delivering solutions and diagnosing issuesAdvise management of potential risks that may have impact on customer base and operating environmentPromote end-user satisfaction in adherence to established performance metricsRequirements:At least one year previous help desk, technical call center, or IT service desk experience providing phone-based support. Will also consider Clinical support experience within the Department of Veteran affairs.HS Diploma required. AS Degree preferred.Apple Certified Tech (ACiT/ACMT), Cisco Certification (CCENT/CCT or higher), Comp TIA Certification (A+, Security+ or Network+), Microsoft (MCP/Associate or higher) and Google IT Support Professional Certification will be considered in lieu of experience.Strong familiarity with mobile devices (iOS/Android), Tablets, Windows / Mac PCs, and related hardware technologiesSuperior customer service skills a must. Strong desire to provide the highest quality of service to the customer is requiredExperience working in help desk ticketing platforms/systems, ability to type and document notes in real-time while engaged with customer on phoneAbility to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technologyAbility to possess strong sense of ownership of client relationshipsBe accountable, on-time, and available to take service desk calls at start of shift. Regular, reliable attendance is requiredAbility to work successfully as part of a teamAbility to keep sensitive and confidential material privatePrior service military or knowledge of military agencies and veteran community helpfulRegular & reliable attendance requiredThis program requires COVID vaccination. Must be able to show documentation of vaccination(s) during the onboarding processAbility to obtain and maintain Public Trust Security ClearanceUS CitizenThis position and continued employment with Iron Bow Technologies is contingent upon providing documentation of being fully vaccinated for Covid-19 or you must provide documentation to Iron Bow Human Resources supporting a bona fide request for Religious or a Medical Accommodation.Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach an